What are the responsibilities and job description for the Service Writer/Assistant Manager position at Absolute Repair LLC?
Service Writer / Assistant Manager
Duties and Responsibilities:
- Estimating, scheduling, managing, and billing work for commercial truck vehicles we service
- Perform vehicle intake by gathering all necessary customer, vehicle and required information.
- Create detailed repair estimates, work orders and parts requests and invoices.
- Assist in- person and remote customers regarding part, service, and repair needs.
- Interview drivers to clarify complaint(s), conduct initial vehicle inspection, reiterate issues, and confirm all topics of concern for the RO.
- Records repair needs and operating complaints, documents information, and performs a preliminary inspection of the equipment to start the assessment process.
- Maintains inventory and ordering parts from suppliers as needed.
- Processes invoices, payments, returns, adjustments, and warranties.
- Assist Service Manager with assigning repair/service orders to technicians.
- Greet customers and oversee shop floor coordination and product delivery.
- Proactive and regular communication with Service Technician and Service Manager to ensure work is done correctly and completed as scheduled.
- Regularly communicate work updates and progress to customer.
- After work is completed, explain to customer repairs/services performed, show old parts if necessary, and schedule any future repairs/services needed.
- Confirm final quality control checklist and test drive is complete.
- Apply correct pricing formulas and initiate warranties for completed work.
- Follow-up with current customer if needed to discuss future recommended repairs or services and schedule work date.
- Send out reminders for upcoming scheduled services and repairs.
- Contact past and prospective customers who can directly or indirectly provide sales opportunities.
- Monitor customer satisfaction reports and take proactive action to address opportunities for improvement to maintain a high level of customer satisfaction with Merx, our products, and services.
Qualifications and Experience:
- Understands volume and sales metrics to meet or exceed sales or volume quotas.
- Proficiency with EMDECS shop management software, Fullbay, end-of-day closeout procedures and general PC skills including email, documentation, and internet navigation as it relates to the duties and responsibilities.
- Automotive or heavy truck customer service experience preferred.
- Knowledge of the trucking industry and types of commercial trucks a plus.
- Ability to read and interpret work orders, translate trucking jargons into layman's terms for customers.
- Possess positive customer service skills to effectively communicate the scope of repairs performed, answer questions with a solutions-focused attitude, and guide customers through our Service workflow process.
- Professional appearance and great attitude.
- Professional and effective communication with customers, suppliers, team members and management.
- Strong personal conviction of producing quality work, being an integrated team player, and commitment to company values
- Ability to work in a fast-paced setting that requires a calm demeanor and steady work ethic.
Requirements:
Must possess CDL and/or regular driver's license.
Physical Demands and Working Conditions:
Working within a service garage setting. Dexterity, skill, adeptness, and speed in the use of fingers and, hands for repetitive operation of computer equipment. Ability to calculate simple mathematical equations. Heavy phone usage, talking with customers. Exposure to noise, dust, cleaning solvents, and exhaust fumes.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this role. Duties, responsibilities, and activities may change at any time with or without notice.
Absolute Repair LLC subsidiaries is an equal opportunity employer and does not discriminate in employment based on race, color, religion, age, sex (including pregnancy and gender identity), sexual orientation, marital status, genetic information, national origin, military service, disability status, or any other applicable legally protected characteristics.
Job Type: Full-time
Pay: $70, $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: In person
Salary : $80,000